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Error message while trying to send email


InMotionFans
n/a Points
Asked:
2016-04-11 11:46 am EST

Hits: 2,168
When I try to send an email, I keep getting the error message "There was an error sending your message. Message cannot be delivered. The address was not found, is unknown, or is not receiving messages." I don't know why this is happening. It's happening with multiple clients that I have emailed before, so I know the addresses are correct. I also know they are receiving messages, because when I go try to send them a message from my gmail account it goes through just fine. However I do not want to be sending emails from my personal account, I want my business account to work! Plus it is happening with multiple clients, and there is no way everyone's email address isn't working at the same time. Please help!

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scott
Staff
43,761 Points
2016-04-11 12:09 pm EST
Hello,

Thank you for your question about your email being returned after sending. I took the limited information I have about your account and took a look into the server logs. I do not see any error messages that mention that an address was not found.

When a message is returned, you should get notified via 'bounce back' email message, which it sounds like you are receiving. You can forward that bounce back information (original email body not required) to our Live Support team via a verified email ticket and they can take a look. There is likely some information there that I do not have that the technician can look at to help you with.

Certainly if you successfully sent an email to an address before, you should still be able to, unless that email account or domain name has expired or now points to another server that has not yet been set up properly.

Kindest Regards,
Scott M

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The email is not being returned after sending, I'm not getting a bounce back message. The email will not send at all. When I hit send, there is a circle that turns in the top left corner for about 10 seconds, then that error message I mentioned pops up in a red box.
aeahgeorgia
6 Points
2016-04-11 12:56 pm EST
Have you tried from the other interfaces (Horde, Squirrelmail, Roundcube)? Have you tried from a client such as Outlook or Thunderbird vs the webmail? Try as many ways as you can to help narrow down the issue. The message indicates that it tried and failed, but what you describe seems as if it is not sending at all.
scott
43,761 Points
Staff
2016-04-11 3:59 pm EST
This is the message it gives me when I try from Horde (the one above). When I tried from Roundcube it told me SMTP Error 550 This message classified as SPAM and cannot be delivered. When I tried Squirrelmail it told me a combination of both. It said "requested action not taken: mailbox unavailable" then on the next line the same error about SPAM. I've gotten that spam error before in Horde but this was not it, it was something completely different. There are 2 different people I'm trying to email today and I keep getting the same message for both of them, and it's happened for other people too in the last several days, but earlier today I had one go through to a different person with no problem. I do not have it set up with Outlook or Thunderbird so I don't know what you are talking about there.
aeahgeorgia
6 Points
2016-04-11 6:02 pm EST
OK, it seems that the 550 Spam issue may need to be taken care of first. What you want to do is to send a verified email ticket (linked above) to the Live Support team along with a copy of the content of the email. They will give it a manual review. If it is getting classified as spam incorrectly, they should add your domain name to the whitelist, which will prevent that error from happening again.

After that is done, you can then test the email again to see if that was somehow the issue. If not, then our logs should be catching another error message and the team will be able to look at the logs to see if there is another error that was getting overshadowed by the 550 error.
scott
43,761 Points
Staff
2016-04-11 7:19 pm EST
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